• Provide effective leadership, guidance, and mentorship to a team of Insurance underwriters and brokers, ensuring they meet and exceed performance targets, adhere to industry standards, and provide exceptional customer service.• Foster a culture of professional growth, knowledge enhancement, and skill development among team members. • Support ongoing training and development initiatives.• Maintain and develop strong relationships with clients, ensuring their insurance needs are met and that the brokerage delivers the highest level of customer service.• Oversee day-to-day operations, including onboarding, policy issuance, renewals, and claims processing, to ensure efficiency and accuracy.• Utilize my in-depth knowledge of personal lines home and auto insurance to guide the team in servicing their clients to the best of their abilities. Analyze information stated on insurance applications.• Determine the risk involved in insuring a client.• Assist the team to Screen applicants based on set criteria.• Supports the processing of Personal Insurance transactions in the Vyne platform that are not enabled by broker self-serve functionality.

• Answer brokers and policy holder’s questions pertaining to Personal Insurance policies • Reviews policy account information and responds to inquiries about policies• Worked in a high call volume environment using Five9.• Assists brokers in identifying appropriate Vyne coverages for their customers• Support and guide brokers as they navigate changes in the Vyne platform• Resolves incoming broker inquiries and requests for workflow advice• Support Brokers by resolving billing and payment inquiries, potential inquiries may include a broker calling on behalf of an insured (e.g., billing questions, requests to remove charges or waive fees)• Identifies when an issue cannot be resolved during initial contact and when required, escalates Guidewire inquiries to key points of contact (e.g., PI Service Escalations, Billing & Payment Escalations, BSS / Tech Support, Leadership)• Supports the processing of Personal Insurance transactions in the Vyne platform that are not enabled by broker self-serve functionality.

• Passionately provide technical support and build rapport with a variety of customers and their changing technical requirements;• Provide an exceptional customer experience at every interaction• Support the sales and service functions (uploading policies on insurance company portals, providing quotations to customers and brokers, etc.)• Process renewals and endorsements on company portals• Set up pre-authorized payments and send payment reminders when necessary• Document claims information on files• Issue Temporary Liability Cards and Insurance Certificates for customers• Know, understand and be ready to learn some of our current insurance companies’ portals including: Intact, Aviva, RSA, Economical, Travelers, Chieftain, Pembridge, Echelon, Perth, Jevco among others.• Office administration – some administrative tasks include: eDocs download, reconciliations, mailings, etc.• Able to take on other tasks as necessary• Prepare accurate quotes by using the Applied Rating Services software• Accurately read and interpret Hits, MVR and Autoplus reports• Provide sales support – follow up on leads• Enjoy the sales process and its challenges• Enjoy providing customer service and helping customers• Connect with insurers and underwriters to submit and process auto insurance and home insurance risks.• Be a ‘Go-Getter’ and maintain a positive “Can Do” attitude• Experience with uploading new business in several insurance company portals, like Intact, Aviva, RSA, Economical, Travelers, Chieftain, Pembridge, Echelon, Perth, Jevco and Pafco• Experience working with Power Broker.• Advanced skills in Microsoft Outlook, Word and Excel• Very strong attention to detail• Strong multi-tasking and time management skills• Excellent organizational, interpersonal, written, and oral communication skills.

• Reviewing resumes, short listing based on qualifications, and submitting for consideration. • Scheduling of interviews and coordination; coordinate the interview process and candidate follow-up• Conduct new hire requisition meetings with department heads and managers• Screening all applicants based on qualifications and background to meet and exceed difficult standards• Corresponding promptly with all applicants and conducting interviews• Coordinate the day-to-day activities associated with the Recruitment and Onboarding of new employees • Screen applicants and schedules all Interviews and new employee orientation sessions• Prepare HR-related reports as needed. • Experience as a Staff Assistant or similar entry-level HR role is a plus • Familiarity with HRIS and resume databases, experience with MS Office & Organizational skills• Basic knowledge of labor legislation• Assist, design and execute on the candidate experience to ensure our candidates feel well taken care of and valued, regardless of the hiring decision.

Act as the first point of contact for customers in the branch, understanding customer’s requirements / inquiries (telephone or in person), provide proper and full information.Assist / guide walk-in customers to collect appropriate token for the service required.Receive original application for processing transactions from clients (RPersonal Finances, Car Finance, Credit cards, Online Banking, Accoubt Opening, Update Services, Early settlements, end of Service Benefits, WPS, Issue Liability Letters, Account certificate, Balance Certificates, No liability Letters etc)Verify signature, ensure completeness and scan to concerned department within agreed cutoff times adhering to Bank’s policy and procedures and forward to Branch Manager for approval.Receive special cheque book requests from clients, register, verify signature and forward to Branch manager for action.Ensure Cheque books, Debit / Credit cards, Capture cards, Rateb cards, Return cheques received as per system reports, acknowledge, update in system (if any) and enter in the appropriate registers.Contact clients for delivery of cheque books, Debit / Credit Cards, Captured cards.Reconcile undelivered cheque books, Debit / Credit cards, captured cards & return cheques on a daily basis and obtain approval from Branch Manager on periodical checking.Arrange for cancellation / return of above inventories after elapse of period as per Bank’s standard operating procedures and retain records.Receive, register and balance on daily basis with physical stock held with BOM (under dual custody).Register customer visiting to issue token and verify signatureReceive stop payment instruction from client, Postponement of Installemnts and ensure all documents are obtained, register and forward to Branch Manager for appropriate action.Ensure inter branch mail are forwarded using inter branch mail registers, obtain acknowledgement and file as per procedure.

• Open account with Walk In & pre Approved Customers.• Assisting Relationship Managers with Presales Service & signing of contracts & collecting documents from the new customers.• Ensure complete and accurate information provided in all customer documentation, before submission to operations to expedite the disbursement process.• Provide all after sale service to the customer acting as a liaison with Operations, Credit, Finance, Sales and other relevant departments to execute customers instructions e.g. Disbursement Of Finance, Deferrals, Rate Changes, Profit Calculation, Cheques Return Etc.• Preparation of Liability Letters & Clearance Certificates.• Well versed with the Islamic Sharia law & the types of contracts issued in different cases e.g, istisnah, ijarah, Murabaha etc.• To assist the other members of the customer service unit as and when required.• Provide administrative support including correspondence and ensure proper filing of transactions, correspondence and reports.• Fully compliant with regulations and Group policies & guidelines.• Complete adherence to the code of conduct & company policy to safeguard our organization’s interests.• Undertake to attend all the mandatory training and development programs set by Tamweel.• Retention of customers who plan to settle there finance & go to other banks.• Trained call center agents on outbound calling & generating healthy leads from prospect customers.• Act as an HR co-ordinator for Post Sales Team & maintenance of staff record, assist in organising and preparing induction training programs for new to bank staff.• Provide training for the new staff as and when required on systems, applications, policies and procedures.ACHEIVEMENTSAcknowledgement as Best employee recognitionFor maximum number of healthy leads through outbound calling & branch service.

• Attending customer calls in the call center & answering product related questions & queries within the set TAT.• Resolving customer complaints & other product related issues.• Maintain quality control/satisfaction records, constantly seeking new ways to improve customer service.• Strict adherence to SLA’s and procedures.• Supervising the office administrator to maintain proper recording/filing.• Attend to customer needs through product knowledge, product sales, resolving problems & provide personalized service, ownership & problem resolution. • Contribution towards process improvement & recommended many changes in operational procedures from time to time. • Preparing daily MIS to ensure TAT is met for completion of customer requests and queries.• Coordinating with other back-office departments such as treasury, operations, compliance etc. to ensure fulfillment of customer requests and inquiries.• Cross- sell various bank products to customers at any given opportunity.• Forward account cancellation cases to the retention unit & new inquires to the sales department.• Follow-p with the sales team to convert leads into real customers in order to generate more business for the bank.• Recording and escalating customer feedback and complaints to quality assurance unit / management.• Attend to customer needs through product knowledge, product sales, resolving problems & provide personalized service, ownership & problem resolution. • Direct reporting to Assistant Manager of the department.• To be alert to operational risks and losses during the execution of their day to day responsibilities.ACHEIVEMENTSAcknowledgement as “Total Quality Customer Service Professional.”Finacle CRM Administration Training

• Attending customer calls in the call center & answering product related questions & queries within the set TAT.• Resolving customer complaints & other product related issues.• Maintain quality control/satisfaction records, constantly seeking new ways to improve customer service.• Strict adherence to SLA’s and procedures.• Supervising the office administrator to maintain proper recording/filing.• Attend to customer needs through product knowledge, product sales, resolving problems & provide personalized service, ownership & problem resolution. • Contribution towards process improvement & recommended many changes in operational procedures from time to time. • Preparing daily MIS to ensure TAT is met for completion of customer requests and queries.• Coordinating with other back-office departments such as treasury, operations, compliance etc. to ensure fulfillment of customer requests and inquiries.• Cross- sell various bank products to customers at any given opportunity.• Forward account cancellation cases to the retention unit & new inquires to the sales department.• Follow-up with the sales team to convert leads into real customers in order to generate more business for the bank.• Recording and escalating customer feedback and complaints to quality assurance unit / management.• Attend to customer needs through product knowledge, product sales, resolving problems & provide personalized service, ownership & problem resolution. • Direct reporting to Assistant Manager of the department.• To be alert to operational risks and losses during the execution of their day to day responsibilities.

• Tele-calling delinquent customer and keeping the delinquency under control. Recovering all overdue payments before 30 days of due date.• Calling all delinquent customers – 100 calls a day with a success rate of 50%.• Ensuring not more than 15% delinquent customers do not flow to the next slab/bucket.• Giving feedback to the Fraud Control Unit on suspicious transactions.• Reducing the outstanding debt owed to the bank.• Responding to telephone inquiries using standard scripts and procedures.• Working with debtors to work out payments.• Following up clients on previous payment arrangements.• Locating and establishing contact with debtors.• Maintaining accurate, up-to-date customer account information.• Maintaining appropriate and comprehensive records of all customer discussions.• Reporting daily progress against targets to the Team Leader.• Identifying early skips, terminations, resignations through constant monitoring of customer accounts.

• Tele-calling delinquent customer and keeping the delinquency under control. Recovering all overdue payments before 30 days of due date.• Calling all delinquent customers – 100 calls a day with a success rate of 50%.• Ensuring not more than 15% delinquent customers do not flow to the next slab/bucket.• Giving feedback to the Fraud Control Unit on suspicious transactions.• Reducing the outstanding debt owed to the bank.• Responding to telephone inquiries using standard scripts and procedures.• Working with debtors to work out payments.• Following up clients on previous payment arrangements.• Locating and establishing contact with debtors.• Maintaining accurate, up-to-date customer account information.• Maintaining appropriate and comprehensive records of all customer discussions.• Reporting daily progress against targets to the Team Leader.• Identifying early skips, terminations, resignations through constant monitoring of customer accounts.